CGTrader Reviews 

Reply from CGTrader

Jun 11, 2024

Thank you for taking the time to share your experience. We genuinely regret to hear about the issues you’ve encountered, and we want to address your concerns thoroughly and transparently.

I assure you that we are actively working to determine the cause of this unauthorized transaction. It’s important to clarify that all our payment processes are securely handled by our payment provider, and we do not store your credit card details on our servers. This means that your card information is not held by us, reducing the risk of theft or misuse directly from our platform.

Our support team does not operate around the clock, which can sometimes lead to a slight delay in responses. However, in your case we have responded within the timeframes stated in our support policies.

Regarding the “load of models” you mentioned, we have checked that the purchase in question was a single individual item. It appears there might be a misunderstanding or an attempt to exaggerate the situation, which we aim to clarify and resolve fairly.

Reply from CGTrader

Jun 11, 2024

Thank you for bringing this to our attention. We are truly sorry to hear about your recent experience with our service.

First and foremost, I would like to indicate that our system doesn’t deduct any fees from the transaction if sent from our website directly to Hyperwallet. Whether or not the transactions go through, we take no extra charges for transfers. It seems, by what it looks like, there may have been confusion from your side.

We are committed to ensuring a positive experience for all our users. In that respect, we would like to look into your case more personally and get a good insight into how this happened. We also want you to reach out to our support team directly via email or our site and provide the details of the transaction or, in general, user account details. We are here to help you and ensure that this money earned is transferred to you.

We would always want to hear from you through your feedback on our performance, and we genuinely value your input to help us improve our services constantly. We appreciate your candidness in bringing this to our attention.

Reply from CGTrader

May 3, 2024

Thank you for bringing this matter to our attention. I really regret that you were frustrated. Your satisfaction is really important to us, and your description of the events falls out of line with the feeling of safety and security we try to communicate with our customers.

Can you please share some specific details with our support team about your account and the problems faced during it? This would help me pinpoint the issue further and hence be of more help to you.

The accusation of fraud is not something we take lightly. I can assure you that this issue will be taken up on a very high priority. Our aim is to redress your grievance and make sure you leave us as a happy person.

Thanks a lot for your kind cooperation, and I hope to hear from you very soon.

Reply from CGTrader

Apr 19, 2024

Hi there,

We are sorry for the inconvenience and frustration that might have caused you. We always try our level best to provide you with an efficient and transparent platform that will be of immense help and benefits to all 3D artists and sellers.

It seems your case was related to the exchange format limitation, which is not a native model file and not related to model issue.

An exchange format is a 3D model file format that is not specific to any particular application and is used to transfer files between applications. Native file formats are specific to 3D applications and are designed to hold all data, but most 3D programs also have the ability to export and import some exchange file formats.

Exchange formats usually are limited and cannot support some of the features that are specific to a 3D application and their native formats. All exchange formats can usually hold the 3D model's geometry information, but other information such as textures, mapping, rigging, and animation might not be supported properly or on the same level as it is in the native format.

Please note, that if model parts, details, textures or files are missing or not working properly due to exchange format limitations, it might not be covered by our Refund policy.

When purchasing the model, please make sure to check what file formats are included, are those files are native or exchange files to the model and if they are compatible with your software. Please feel free to reach out to us or the designer (seller) if you have any doubts or questions about the model formats and compatibility before making a purchase.

Our refund policy is designed to protect both the seller and the buyer, so it needs to be fair for both sides. We always issue a refund if the buyer did a mistake when buying (and did not download the files) or if there is anything wrong with the model (technical issues, missing or corrupted files, incorrect or confusing description), but we can't issue refunds if the model is working, matches the description and user has already downloaded the file.

Reply from CGTrader

Apr 12, 2024

We really regret the frustration you have been going through. We recently changed to a new payment provider in our efforts to support our sellers better with improved functionalities, faster payout time, more payout options and ensure that our payment processes are even more reliable.

Please rest assured that our intention is to provide clear and meaningful support, not just generic responses. We are here to solve every problem, and we will be able to help you. So this is what we and the new payment provider are giving to the consumers, which the old payout system was not able to do.

Your feedback is important in order to help us improve. We aim to make this right with you and all our sellers. Would you please get in touch with our customer service team to enable us to take this up further with you so that your earnings are accounted for?

Thank you very much for your patience and bringing this to our attention. We are keen to ensure the best user experience, and we will.

Reply from CGTrader

Mar 18, 2024

Hi Char,

I want to extend my sincerest apologies for the frustrations and inconvenience you've experienced with our service.

I understand your concerns regarding our refund policy and want to clarify its purpose and the principles behind it. Our refund policy is designed in such a way that it should safeguard the seller and, at the same time, secure fairness and equity to the buyer.

I understand your concerns regarding our refund policy and want to clarify its purpose and the principles behind it. Our refund policy is designed with the intention of protecting both the seller and the buyer, ensuring fairness and equity for all parties involved. We recognize that there may be instances where a purchase does not go as planned, which is why we always issue a refund if the buyer made a mistake when purchasing (and did not download the files) or if there is anything wrong with the model (technical issues, missing or corrupted files, incorrect or confusing description)

However, it's also important to consider the rights and efforts of the designers (sellers) who contribute their work to our platform. Therefore, we cannot issue refunds if the model is working as described, matches the provided description, and the user has already downloaded the files. This policy ensures that the designers are fairly compensated for their work while also protecting the interests of our buyers.

We are committed to finding a mutually satisfactory solution for you in every way, to ensure our future relationship will be one that is positive and fulfilling for you and for us.

We are always committed to giving our customers the best services they can possibly experience. Once again, I feel really sorry for the inconvenience that you experienced. We take the feedback from our customers very seriously and value the opportunity that allows us to climb the peaks of perfecting our services. Thank you for letting us know about this.

Reply from CGTrader

Mar 8, 2024

Hi there,

Thanks for your opinion regarding your experience with CGTrader. We are sorry for the inconvenience and frustration that might have caused you. We always try our level best to provide you with an efficient and transparent platform that will be of immense help and benefits to all 3D artists and sellers.

Let me kindly explain a misconception about our payment system. In CGTrader, we never impose a charge over any payment transferred from our Company to Hyperwallet. This ensures, in effect, that there are no losses in terms of money through successfully completed or failed transactions via this payment channel. We are committed to ensuring that you get all your earnings in full, delivered to you safely.

On the tax/royalty rate you have mentioned, please note that the commission structure includes support for the improvement and continuous operation of the platform that in turn helps in marketing your products, providing customer support, and developing new features for improved selling. We are committed to creating a thriving marketplace for 3D content creators.

We understand the importance of every transaction and the impact it has on our users. If you have experienced issues with a specific transaction, we encourage you to reach out to our support team directly.

We are always willing to advise you in any issue or doubt that may arise, leading us to obtain a solution that can satisfy your needs. Thank you once again for the valuable feedback. Your observations are really appreciated in improving our platform and services. Feel free to get in touch if you need further assistance or share more feedback.

Reply from CGTrader

Jan 31, 2024

Hi there,

Thank you for sharing your concerns. We understand your frustration with the transition to Hyperwallet. Our aim is to improve the payout process, provide more alternative payout options, and fasten the payout times; we hope you'll find the benefits of Hyperwallet worthwhile. Your feedback is essential, and we're here to assist with any concerns you may have during this transition.

Reply from CGTrader

Jan 31, 2024

Hi there,

We are grateful for the honest feedback that you have provided regarding your recent experience with our platform. We apologize for the inconveniences created, especially in migrating your payout capabilities through Hyperwallet and the technical glitches faced.

We want to clarify our decision-making concerning the inclusion of Hyperwallet into the payment system that indeed had the sole purpose of offering our artists better, safer payments and faster payout times. It has never been our intention to cause frustration or inconvenience for you due to this change.

With regard to your concerns in the matters of your experience with our customer service, relating to Hyperwallet, we, indeed, apologize if your expectations were not met by our team. We do believe that our assistance shall be helpful and empathetic,

Please be aware that all our payouts are now exclusively processed by Hyperwallet and we shall try to ensure that the process of being paid is seamless for all our users.

Reply from CGTrader

Jan 18, 2024

Thank you for bringing this issue to our attention. We sincerely apologize for any confusion and inconvenience caused by discrepancies between the invoices and the actual charges on your credit card statement.

It's crucial for us that our billing process is clear and accurate. Please contact our support team for clarification since the same charged amount is always shown in the invoice; therefore, this seems to be some kind of misunderstanding.

Reply from CGTrader

Jan 18, 2024

Thank you for reaching out and sharing your concerns about our recent change to Hyperwallet for payments. We apologize for any inconvenience this transition may have caused. Our aim with this change was not to limit your options, but rather to enhance the overall payment experience.

We understand that adapting to a new payment system can be challenging, and we regret any frustration this has caused. The move to Hyperwallet was a strategic decision to offer a wider range of payout options and to ensure faster payout times for our users. We believe that this will ultimately lead to a more efficient and versatile payment experience.

We value your feedback as it helps us to understand the impact of our decisions on our users. Please know that your concerns are being heard and we are dedicated to making this transition as seamless as possible for everyone involved.

If you have any questions or need assistance with navigating the new system, our customer support team is here to help, also you can reach to Hyperwallet support anytime. We appreciate your patience and understanding as we continue to work towards improving our services.

Reply from CGTrader

Jan 9, 2024

We apologize for any frustration caused by the switch to Hyperwallet. Rest assured, Hyperwallet is a secure PayPal-backed solution, not a scam. Our move to Hyperwallet aims to enhance the payout process for our designers, providing a more efficient and secure method for earnings. We value your feedback and are actively addressing concerns during this transition.

Reply from CGTrader

Nov 15, 2023

Hi there,

We are sorry for your bad experiece on our site.

Our Refund policy is designed to protect both the seller and the buyer, so it needs to be fair for both sides.

We always issue a refund if the buyer made a mistake when purchasing (and did not download the files) or if there is anything wrong with the model (technical issues, missing or corrupted files, incorrect or confusing description). However, we can't issue refunds if the model is working, matches the description and the user has already downloaded the files, since that would not be fair to the designer (seller).